Triage Engineer

Comcast RDK Triage team is looking for a developers with 9 to 14 years industry experience, who can develop innovative solutions with multiple technologies. Candidate should have expertise development, analysing and interpreting data.

Comcast is looking for a talented and dedicated CPE Engineer to assist in the triage field (customer) issues associated with deployed software on CPE devices along with machine data analysis. These devices use Comcasts Reference Design Kit (RDK), which is deployed at Comcast on over 15 million devices spanning video and broadband. The CPE Engineer function is critical to the successful development and deployment of new features and fixes in versions of the RDK stack that get released to the field on a two week cadence.

Comcasts development environment is advanced and highly integrated. It uses industry standard tools that are combined effectively to support a fast-moving, agile development cycle. The combination of these tools running on cloud infrastructure, coupled with an effective use of Open Source code, allows Comcast to deliver features and products against aggressive timelines.

Team core responsibility is to triage customer impacting problems, design automation to detect & triage problem with at most quality and accuracy, data analysis, software analysis etc.

In brief, Field Triage team understands customer reported issues or identify s/w related issues using device logs, machine metrics, etc. Based on analysis s/w defect will be created with in depth analysis. Team member also identify the scenarios which the specific problem can be reproduced by QA team and work with them.While working on defect, field triage team member also understand the release changes including source code update based on need. They also provide root cause of the issue by analyzing the source code and work with Development team to fix it faster.

By describing a brief role of field triage member, let's be aware that, this is not S/W Testing or S/W development role, its much more challenging and analytics oriented work and comes with greater responsibility with respect to achieving best customer experience

Job responsibilities:

• As a key member of the team, you will be responsible for rapid identification and root cause of field issues, resulting in providing the right level of guidance to the development team on where the problem lies and recommendations to address the problem.
• You will leverage your excellent problem solving skills to triage customer issues and identify the source of the issue quickly, and help with fixing the field issues and communicating back to the field.
• As an experienced debugger, you will isolate faults and solve problems quickly. You will analyze the Business Intelligence / Metrics to get an early indication of customer issues and act on them.
• You will work in a fast paced environment and leverage your excellent communication skills to interact with internal and external teams.
• You will use Agile Methodologies in your work efforts.
• Stay updated with the latest tools, technologies, and best practices in development, data collection, cloud platforms, monitoring systems, and DevOps methodologies.
• Team Lead with responsibility of requirement understanding, design tools architecture.
• Understand team's technical strength and proactive in improving it with training, guidance.
• Field Triage is also using cutting edge technology like Datadog, Elastic etc to visualize and analyze the machine metrics from almost 100 M devices, which is unique to team and provides more knowledge on entire solution then focus on specific software components level understanding.

Technical Skills:

• Strong knowledge in Networking, WiFi and/or (RDKV) Video technologies
• Able to understand software architecture
• Excellent knowledge in Linux, C & C++
• Knowledge on data analysis tools like Elastic, Splunk, Datadog etc,.
• Strong problem-solving skills and ability to work in a collaborative team environment.
• Knowledge of software development methodologies, version control systems, and agile practices.
• Excellent communication skills to collaborate effectively with cross-functional teams and stakeholders.
• Lead the defined activities and deliver the outcomes on defined schedule.
• Lead the team for solving technical challenges.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors, and our communities.